CX Program Manager

Job Summary

We are seeking a highly organized and detail-oriented Program Manager to join the Chief Customer Officer (CCO) organization at EnterpriseDB. In this role, you will oversee the planning, execution, and delivery of key internal projects that drive operational excellence and enhance our customer success initiatives. This is a strategic, internal role that focuses on cross-functional collaboration and internal process optimization to support the CCO organization in achieving its objectives.

Key Responsibilities:­­

• Program Management: Plan, execute, and manage internal projects of varying complexity and size from initiation to completion, ensuring alignment with organizational goals, timelines, and budgets.
• Stakeholder Collaboration: Partner with cross-functional teams-including Customer Success, Sales, Product, and Operations-to ensure project alignment and seamless implementation.
• Process Improvement: Identify opportunities to streamline processes within the CCO organization, designing and implementing solutions that improve efficiency and effectiveness.
• Project and Performance Tracking: Develop dashboards, metrics and reporting systems to track project progress, measure outcomes, and communicate results to stakeholders and leadership.
• Risk Management: Proactively identify potential risks and develop mitigation strategies to ensure projects stay on track.
• Documentation: Maintain detailed project documentation, including plans, timelines, budgets, and post-project evaluations to capture lessons learned and best practices.
• Change Management: Drive change management efforts related to new initiatives, ensuring smooth transitions and adoption across the organization.
• Communication Support: Develop and manage key communications for the CX team, such as All Hands Call presentations and the CX Team contributions to the monthly company newsletter

Requirements:

• 5+ years of experience managing cross-functional projects in a SaaS or technology environment, preferably initiatives in CX functions
• Strong project management skills with a proven track record of delivering target outcomes within ambitious timelines
• Solid understanding of Customer Success, Professional Services and Support functions

• Excellent written and verbal communication skills, with the ability to engage and influence stakeholders at all levels and proficiency in developing professional and engaging presentations in Microsoft Powerpoint/Google Slides
• Proficiency in project management tools (e.g., Asana, Monday.com, Jira, Smartsheet) and strong analytical skills with advanced knowledge of Excel or similar tools
• Demonstrated ability to prioritize competing demands in a fast-paced, dynamic environment
• High attention to detail and exceptional organizational skills
• A problem-solver with a growth mindset and a focus on continuous improvement
• Collaborative and team-oriented, with the ability to navigate complex stakeholder landscapes
• Bachelor's degree in Business Administration, Marketing, Economics, Business Information Systems or Related field